Experience the benefits of a cloud-based contact center with Amazon Connect


January 27, 2020

15:00 - 16:00 GMT

The VoiceFoundry and Amazon Web Services team will take you through an exciting one-hour course helping you gain the core concept knowledge for utilizing the powerful AI capabilities of Amazon Connect. Throughout this course, we will take you through the History of Amazon Connect, discussing the marketing leading features and capabilities, and focus on the new Contact Lens capabilities for Amazon Connect. 


What is Contact Lens?

Contact Lens for Amazon Connect is a set of machine learning (ML) capabilities integrated into Amazon Connect which transcribes contact center calls to create a fully searchable archive and surface valuable customer insights. With Contact Lens for Amazon Connect, customer service supervisors can quickly and easily discover emerging themes and trends from customer conversations, directly in Amazon Connect. The machine learning models that power Contact Lens for Amazon Connect have been trained specifically to understand the nuances of contact center conversations including multiple languages and custom vocabularies. Additionally, customer service supervisors can conduct fast, full-text search on call and chat transcripts to quickly troubleshoot customer issues. They can also leverage call and chat-specific analytics, including sentiment analysis and silence detection to improve customer service agents’ performance. Learn more here!



This team of specialists have been working with hundreds of businesses to quickly drive changes in contact centers looking to leverage the power of Amazon Connect.

  • Dan Bloy, VoiceFoundry Solutions Consultant
  • Asad Chagtai, VoiceFoundry Solutions Consultant


This one hour event is planned and takes place in a virtual course setting featuring lectures and demonstrations centered around the new Contact Lens capabilities.

  • 15:00-15:30 - History of Connect and the Power of AWS
  • 15:30-15:50 - Contact Lens Demonstration
  • 15:50-16:00 - Q&A



There are no prerequisites for this course.